Remote Help Desk Director - AI-Driven Service Excellence

CorVel Corporation

Portland (OR)

Remote

USD 110,000 - 130,000

Full time

8 days ago

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Job summary

CorVel Corporation is seeking a strategic Help Desk Manager to lead a 24/7 National Help Desk, delivering high-quality tier-one support across all channels. You will drive service excellence, monitor ServiceNow queues, and guide the team through AI-driven automation and knowledge management.

You will shape the service delivery model, mentor staff, enforce SLAs, and collaborate with IT Services to improve processes while ensuring customer experience and operational efficiency in a remote-capable

Qualifications

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
5+ years in IT support, with at least 2 years in a formal leadership role.
Experience managing a high-volume, 24/7 Help Desk or IT call center.

Responsibilities

Lead the evaluation, selection, implementation, and adoption of AI support technologies to achieve automation and self-service.
Mentor and develop a 24/7 National Help Desk team, focusing on accountability and continuous improvement.
Monitor ServiceNow tickets and inbound support queues; review issues, escalations, and SLAs.
Develop policies, documentation, procedures, and knowledge base for incident management.
Prepare productivity and performance reports; oversee staff training and development.